Custom Salesforce objects in Vonage Contact Center managed package
Disclaimer
Any items marked as Internal are used by Vonage Contact Center. These objects may change between releases of Vonage Contact Center, so no detailed information is provided. Do not modify or report on these objects; doing so may affect the stability of the product. For information about customizing your installation of Vonage Contact Center safely, see Customizing Vonage Contact Center and Salesforce features after integrating Vonage Contact Center.
Version information
The information presented below is valid for Vonage Contact Center version 19.121
Custom objects
When you install Vonage Contact Center into Salesforce the following custom objects are installed:
| Name | Use |
|---|---|
| AccountFeatures__c / AccountFeaturesList__c | Protected custom settings (internal) |
| AuxLock__c | Internal |
| Background_Action__c | Internal |
| CallEndEvent__c | Internal |
| CaseRoutingRequest__c | Internal |
| CLID_Prefix_Mapping__c | Configures local presence for callback numbers |
| ContactWorldToken__c | Internal |
| DispositionCodes__c | Configures disposition code mappings. |
| Field_Based_CLID_Mapping__c | Configures field-based callback numbers |
| IncomingCallPoppingSettings__c | Deprecated |
| InteractionEvent__c | Internal |
| InteractionEventNote__c | Internal |
| Log__c | Internal |
| NvmNodes__c | Custom settings for Case routing |
| NvmRouting__c | Custom settings for Case routing |
| Poly__c | Internal |
| Secret__c | Used for configuring Vonage Contact Center API secrets |
| Settings__c | Custom settings for integration with Vonage Contact Center |
Custom fields
In addition, the following custom fields are created on standard objects:
| Parent object | Name | Type | Use |
|---|---|---|---|
| Activity | Various | For information about custom activity (task) fields, see Task record fields. | |
| Case | EmailSentTo__c | Text (255) | The email address to which the agent sent an email relating to the current case. The content of this field is presented in ContactPad on the information panel while the agent is working on the case. The display of the value in ContactPad is currently not working. |
| Case | NVMAccountOverride__c | Text (255) | Override: when a Salesforce organisation is linked to several Vonage Contact Center accounts, this should be used to indicate the correct account to which to route the case. For more information, see Creating a workflow rule that sets the Vonage Contact Center account used to route cases. |
| Case | NVMCaseOrigin__c | Text (50) | The content of this field is presented in ContactPad on the information panel when a case is assigned to an agent. For example, Email. For more information, see Creating a workflow rule that routes new cases. |
| Case | NVMNodeOverride__c | Text (255) | Used to override the Vonage Contact Center node a case routing request is sent to. For more information, see Overriding the Vonage Contact Center node used to route cases. |
| Case | NVMOverrideCaseOwnerTimeoutLoggedIn__c | Number (9) | Override: how long to try to route replies to the case owner, when they are logged in. For more information, see Creating a field update that overrides routing timeouts. |
| Case | NVMOverrideCaseOwnerTimeoutLoggedOut__c | Number (9) | Override: how long to try to route replies to the case owner, when they are logged out. For more information, see Creating a field update that overrides routing timeouts. |
| Case | NVMRoutable__c | Checkbox | Used to determine whether a case should be routed to an agent through VCC. For more information, see Creating a workflow rule that routes new cases. |
| Case | RoutePlanIdentifier__c | Text (40) | The route plan in Vonage Contact Center that the case should be routed to. For more information, see Creating a workflow rule that routes new cases. |
| Case | Skills__c | Text (255) | A list of mandatory, optional or expiring skills with which this case will be tagged. For more information, see Updating a workflow rule to tag a case with required skills. |
User | MostRecentCall__c | Text (128) | Internal |
User | MostRecentCallEventTimestamp__c | DateTime | Internal |
User | MostRecentCallIsActive__c | Checkbox | Internal |
| User | NotesCollapsed__c | Checkbox | Internal |
User | NVM_Agent_Id__c | Text (11) | NVM Agent Id (NVM_Agent_Id__c) is the ID of the agent in Vonage Contact Center. You must set the NVM Agent Id field to the correct ID to ensure that call tasks are assigned to the correct Salesforce user. If an agents ID in Vonage Contact Center is 1234, you must set the NVM Agent Id on that agent's Salesforce user record to 1234. |
VisualForce pages
The following VisualForce pages are added:
| Name | Use |
|---|---|
| CallRecordingPlayer | Optionally add to Task layouts to display the call recording player component. |
| CreateCallbackAction | Publisher action to schedule a callback. |
| DispositionCodeManagement | Used for configuring disposition code mappings. |
| IncomingCallPopping | Deprecated |
| InteractionInfo | Deprecated |
| LogACallAction | Publisher action to take notes for a call and link the call to a Salesforce object. |
| LogViewer | Deprecated |
| MobileAccountDialPage | Salesforce1 page to initiate a dial action from an account. |
| MobileContactDialPage | Salesforce1 page to initiate a dial action from a contact. |
| MobileLeadDialPage | Salesforce1 page to initiate a dial action from a lead. |
| MobileOpportunityDialPage | Salesforce1 page to initiate a dial action from an opportunity. |
| NVM_AgentUI | Deprecated |
| NVM_AgentUI_ClickToDialInitiator | Deprecated |
| NVM_AgentUI_ClickToDialSecurityToken | Deprecated |
| NVMMultichannelSetup | Sets up the actions to enable case routing. |
| QualityManagement | Optionally add to the Task layout to display the quality management component. |
| SecretsManagement | Used for configuring Vonage Contact Center API secrets. |
| TaskNotesViewer | Displays the call notes inside a task record. |
| UserCreation | Used for creating users in Vonage Contact Center from Salesforce users. |
Lightning components
The following global Lightning components are added:
| Name | Use |
|---|---|
| CallNotesViewer | When added to a Task page, the component displays call notes. |
| LogACall | Component that enables agents to log call notes. |
Page layouts
The following page layouts are added:
| Parent object | Name | Use |
|---|---|---|
| Background Action | Background Action Layout | Default layout for Background Action custom object. Unused |
| Case Routing Request | Case Routing Request Layout | Default layout for Case Routing Request custom object. Unused |
| Interaction Event Notes | Interaction Event Note Layout | Deprecated |
| Interaction Event Note | Interaction Event Note Layout | Default layout for Interaction Event Note custom object. Unused |
Task | NVM_Tasks | A custom page layout for Tasks. Includes custom fields and the task notes viewer. |
User | NVM_Users | A custom page layout for Users. Includes the NVM Agent Id field. |
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